IT Backgroud Korean Help Desk - DL(职位编号：200240693)
埃森哲（中国）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2014-07-24
- 工作地点：大连
- 招聘人数：若干
- 职位月薪：面议
- 职位类别：IT-管理
职位描述
Overall Purpose of Job,
Responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision
Main Activities/Tasks
Receives and logs customer problem/request/issues and ensures proper documentation.
Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Performs follow up on all incidents with customer to ensure customer satisfaction.
Develops and maintains knowledge of the problem tracking software and database (Remedy).
Develops and maintains knowledge of customer and customer specific business environment.
Develops and maintains an understanding of customer Service Level Agreement.
Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.
Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Works independently and maintains a high-degree of professional conduct at all times.
工作职责：
使用流利的韩语向客户提供第一级的电话技术支持。负责回应用户的问题和请求，并做适当的记录，通知，转交和跟踪。在日常工作中体现准确的技术支持和出色的客户服务能力。致力于提高技术和服务能力以提高客户的满意度。
Enccential Non-Technical Knowledge & Skills,
Excellent customer service skills
Excellent communication and interpersonal skills
Good problem solving and analytical skills
Proficient in Korean language
Technical Screening Criteria ( Must meet 5 of the 7 Criteria ),
Bachelor Degree in Computer Science (or equivalent degree)
Language capability – Fluent Korean
Able to take night shift
Minimum 1 year work experience with customer service support for PCs or in a customer service role <LI
Responsible for supporting the Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations. Receives and responds to customer problems, issues, and requests. Ensures proper documentation, notification, escalation, and tracking and follow up of all incidents. Provides first level support for resolution of customer incidents. Combines demonstrated technical skills with exceptional customer service in daily responsibilities. Job is performed with general supervision
Main Activities/Tasks
Receives and logs customer problem/request/issues and ensures proper documentation.
Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents all troubleshooting efforts in problem ticket and makes prompt notification to responsible party for resolution in order to minimize the amount of time taken to resolve customer issues.
Assists with monitoring and tracking incidents to ensure issue resolution within the customer Service Level Agreement.
Performs incident notification and escalation to ensure problems/request/issues are communicated effectively and receiving proper management attention.
Performs follow up on all incidents with customer to ensure customer satisfaction.
Develops and maintains knowledge of the problem tracking software and database (Remedy).
Develops and maintains knowledge of customer and customer specific business environment.
Develops and maintains an understanding of customer Service Level Agreement.
Develops and maintains technical skills and understanding of services to achieve goal of 80% problem resolution.
Provides input for development and maintenance of departmental procedures, incident reports and other customer projects as required.
Seeks opportunities to improve knowledge, skills and performance and is receptive to constructive criticism.
Works independently and maintains a high-degree of professional conduct at all times.
工作职责：
使用流利的韩语向客户提供第一级的电话技术支持。负责回应用户的问题和请求，并做适当的记录，通知，转交和跟踪。在日常工作中体现准确的技术支持和出色的客户服务能力。致力于提高技术和服务能力以提高客户的满意度。
Enccential Non-Technical Knowledge & Skills,
Excellent customer service skills
Excellent communication and interpersonal skills
Good problem solving and analytical skills
Proficient in Korean language
Technical Screening Criteria ( Must meet 5 of the 7 Criteria ),
Bachelor Degree in Computer Science (or equivalent degree)
Language capability – Fluent Korean
Able to take night shift
Minimum 1 year work experience with customer service support for PCs or in a customer service role <LI
公司介绍
埃森哲（中国）有限公司诚聘
联系方式
- Email：yin.zhijie@accenture.com
- 公司地址：启迪大厦